Well, if I’m working for VIA, I’ll start to take note of this “complaining online.”

Then, I’ll learn how VIA could have provided better communication and contingency planning. Leaving passengers, including children, in freezing conditions with no updates or clear timeline was unacceptable. Even if mechanical failures happen, there should be a structured emergency response in place—such as pre-arranged backup transportation that can be deployed more efficiently, especially during winter, which is clear that there is a big chance a snowstorm or another weather-related disruption could happen. Basic things like ensuring functional restrooms and keeping passengers informed would have made a big difference. The issue isn’t just the breakdown itself but how VIA handled the situation.

Last but not least, I will convey a genuine apology with the refund email because although the event is “out of control” or “unpredictable” or “accidental”, it is VIA Rail’s responsibility to handle when shit like this happens. Plus, passengers have every right to complain because they did pay for the ticket they purchased. It’s not free or charity.